IoT - Enabled Field Service Management
Deliver Faster, Smarter Service with IoT
ServicePower.com
According to Gartner1, IOT is a network of physical objects or ‘things’ that contain
embedded technology to communicate and sense or interact with their internal state
or the external environment.
Things exclude:
• General purpose computing devices such as PC and Smartphones
• Infrastructure component
• Gateways, telecom switches
• Services
IoT technologies can deliver a differentiated and innovative digitized user experience,
particularly in the field service space.
WHAT ISIoT?
IoT-Enabled Field Service Management 1
experienceUSERInnovative Digitized
IoT-Enabled Field Service Management 2
TOP IoTTechnologies
IoT technology varies widely. Some of the top technologies noted
by Gartner2 include:
IoT PlatformsAre defined as foundational software which includes a
variety of functions such as provisioning, development,
data consumption, analytics and BPM, to name a few. It is
responsible for processing data between devices, gateways
and centralized systems. IoT platforms are deployed across
a variety of products ranging from industrial to appliances
and smart home products and are important because they
enable, for instance, field service organizations, to deploy IoT
fast and at a lower cost.
Predictive AnalyticsRanging from very basic logic to AI-based predictive tools, can
analyze IoT and external data to identify patterns and provide
actionable insights. Predictive analytics are important because
those actionable insights can be used to deliver more value to
customers, including predictive maintenance, parts stocking,
consumable replenishment, all which improve the uptime of
products, improving customer satisfaction.
1
2
IoT platforms are deployed across
a variety of products ranging from
industrial to appliances from
smart home products
IoT-Enabled Field Service Management 3
Machine IntelligenceIs used to crunch lots of data, much like ServicePower’s
Quantum Annealing algorithms, to deliver an outcome or
solution. Our schedule optimization engine, for instance,
uses artificial intelligence algorithms to churn through
technician information, job information, existing
schedules and hard and soft constraint to produce
optimized appointment offers. It then continously, in real
time, re-optimizes the schedule. That re-optimization
process is critical to achieving the highest levels of
productivity and cost reduction, while meeting
customer commitments. Machine intelligence is
important because people simply cannot achieve the
same results as efficiently or quickly.
Digital Assistants Are important for field service in terms of visualizing
and understanding data onsite. Digital assistants
integrated with data hubs can deliver useful customer,
asset, and predictive intelligence to technicians which
require it, helping them to deliver faster, smarter
service. `Digital assistants become more powerful when
integrated with machine learning algorithms, asset and
service history, as well as predictive and repair information,
providing smarter assistance to field technicians than
written guides. AI can analyze data to derive cognitive
insights and deliver it through digital assistants, resulting
in the holy grail of better tech enablement, customer
experience, and financial performance of the service
organization or brand.
3
4
enablement
The Holy Grail of
TECH
IoT-Enabled Field Service Management 4
Though there are many other IoT technologies on the market, those mentioned above
have real impact to the digitization of field service. Each offers real value to field service
organization, enabling their field teams to deliver better service.
IoT is far reaching, and growing in adoption. Industrial
businesses and Smart Cities were early adopters, while
other sectors such as consumer products manufacturing
are now beginning to deploy and actively market IoT
connected products. Sectors where M2M contributes to
changing business models today include:
• Manufacturing
• Utilities – Smart metering
• Telecoms
• Oil and Gas
• Smart Cities – Water, transport,
air quality, security
• Facilitates/Property management,
smart buildings
• Healthcare – Smart health, care
and monitoring
• Vending
• Retail and Logistics – Payment,
beacons and tracking
WHO CAN BENEFITfrom Using IoT in FS
There are currently
186 million CONNECTED DEVICES
This is expected to grow to
2.2 billionBY 2020
With this unprecedented growth of IoT, manufacturers and service
providers can now seamlessly utilize real-time sensor data from Smart
Products and Connected Homes to effortlessly deliver personalized,
proactive services.
IoT platforms integrated with field service management technology can
instantly capture sensor data and apply configurable rules to analyze data,
and proactively schedule service and maintenance on covered, connected
products, while leveraging collected insights to build better, more
meaningful product and service offers.
Field Service organizations using IoT sensor data in conjunction with mobile
workforce or field service management software solutions specifically can:
• Improve triage
• Provide remote monitoring and
diagnostics improving visibility of assets
• Proactively identify required service,
speeding time to site
• More quickly identify necessary parts
• Automatically schedule employed or
contracted field personnel for
maintenance or repair
• Achieve higher fix time fix rates
• Yield valuable insights used to create
value added product and service offers
IoT-Enabled Field Service Management 5
IoT for Cows? It’s very clear that IoT is critical for field service
organizations to leverage.
However, IoT is being used in surprising ways across
other, very-none traditional field service sectors,
including agriculture and retail.
Find out how IoT is used by cattle operations!
HOW DOES IoT BenefitField Service?
IoT-ENHANCED FIELD SERVICEManagement
IoT-Enabled Field Service Management 6
Building on our AI-based scheduling and contractor
management solutions, as well as our Premier Service
Network, ServicePower enables our customers to gather
sensor data automatically, through integrated IoT platforms,
for use in field service delivery, transforming field service
from reactive, low satisfaction events for customers to
proactive, high satisfaction events for customers.
We’re working with the top global IoT platform providers,
including Ayla Networks, Bosch SI and Concirrus, to
enhance our field service management solutions with IoT
connectivity. IoT-enhanced field service solutions further
enable field technicians to provide great customer field
service experiences, resulting in higher customer satisfaction
and retention rates, by using meaningful data and real-time
connectivity to deliver proactive services with the largest
technician network in the industry.
ServicePower enables field service organizations to create
real value from IoT enabled smart devices and homes,
providing faster, smarter service, while reducing costs and
creating new revenue opportunities.
Let’s consider our partner Ayla Networks.
Ayla Networks provides the industry’s first agile
IoT platform-a comprehensive, end-to-end, secure
platform that runs across connected products, the cloud,
software applications. Ayla helps traditional OEMs and transform
from being device manufacturers to service providers, opening the door to a
whole new relationship with the consumer. With Ayla, OEMs can understand how
consumers are interacting with their products and, by leveraging their expertise, build
better devices.
Using ServicePower in conjunction with the Ayla Cloud rules engine enables a device
or cloud-based event to influence another event.
This interaction enables manufacturers to automate certain conditions and events, some
of which can also be configurable (within pre-determined parameters) by end users.
Use CasesFor example, consider appliance products. The OEM can set a rule that produces a trigger
or alert for a temperature increase of 20% over a 30-minute period for a freezer. It can
alert the consumer by sending a message to the consumer’s mobile app as well as the
OEM’s ServicePower deployment, and automatically schedule an appointment through
ServicePower to fix the freezer with the OEM’s employed or contracted field teams.
HOW DOES IT
Work?
IoT-Enabled Field Service Management 7
Alert the consumer by
sending a message
The Future of IoT in Field ServiceIoT, though the adoption rates were slow to pick up outside
the industrial sectors, is going to fundamentally change the
way organizations deliver service. It’s already changed what
consumers expect from service providers, based on their
daily interactions with smart products, like Siri, Cortana or
Alexa, and connected home products like HVAC systems or
even garage door openers.
PREMIERService
IoT-Enabled Field Service Management 8
Now consider a service contract scenario, where the product is out of warranty but covered
under and extended warranty, issued by a third-party administrator, who is not the manufacturer
of the product. Deployed by the TPA, the ServicePower IoT-enhanced field service management
solutions can enable end-consumers with integrated Smart Speakers like Alexa or Google Home to
request service on home product based on IoT alerts, which can be executed by our client’s service
networks, or ServicePower’s own.
APPLIANCE VENDOR IoT CLOUD SERVICEPOWER
CONSUMER PRODUCT
VENDOR CLOUDS
INTERGRATION WITHHOME AUTOMATION HUBS
ACTION TRIGGERED BY EVENTS
RECEIVE NOTIFICATION
DISPATCHTECHNICIAN
A
B
C
VALIDATEENTITLEMENT
VALIDATEENTITLEMENT
CREATE NOTFICATIONIN HOME AUTOMATION
SEND NOTIFICATIONTO HA APP
SEND NOTIFICATIONTO HA HUB
SEND NOTIFICATIONTO VENDOR APP
ACCEPT NOTIFICATION& SCHEDULE
CONTROL &ADJUSTMENT
SENSOR ALERT
IoT isn’t just about proactive service anymore. IoT-enhanced field service delivery is about
tapping into the technology your customer has in hand to maintain their products and their
lifestyles, seamlessly and automatically.
IoT-Enabled Field Service Management 9
FAILS
Fix the ThingBefore it
Field service organizations need to evaluate available IoT
technologies and determine what makes sense to deploy
given their product set, and the capabilities of the platforms.
While field service management solutions like ServicePower
produce a step change in both productivity and customer
experience, layering IoT connectivity into the technology stack
changes the game entirely.
Your customers’ experience evolves from irritation derived
from reacting to a broken ‘thing’ to delight that their ‘thing’
proactively worked with their digital assistant and service
provider to fix the ‘thing’ before it completely failed.
ServicePower is an integrated field service management solution focused on
helping companies deliver an exceptional customer experience at the lowest cost.
Trusted by field service organizations around the world such as GE Appliances,
ADT, Johnson Controls, John Lewis Partnership, Electrolux, Mitsubishi, LG, BSH and
AIG Warranty, ServicePower is the only workforce management solution enabling
organizations to efficiently manage both captive and 3rd party service providers.
Our digital technology enables improved customer satisfaction, reduces costs and
generates new revenue streams.
ServicePower also offers a fully managed network of 3rd party service providers
to enable rapid and on-demand servicing at peak times and in hard-to-reach
locations across North America and Europe.
For more, visit www.servicepower.com
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